Week 1 - Introduction to Oral Communication Objectives In this Unit, you will learn – 1. About effective listening 2. Importance of listening 3. Essentials of good listening 4. Blocks to effective listening 5. Overcome challenges to effective listening 6. Profile of a good listener Learning Outcomes At the end of this Unit, you would - Develop the skill of effective listening Table of Topics 1.1 Introduction 1.2 Effective listening 1.3 Features of effective listening 1.3.1 Cognitive characteristics of effective listening 1.3.2 Affective characteristics of effective listening 1.3.3 Behavioral characteristics of cognitive listening 1.4 Importance of listening 1.4.1 Developing trust 1.4.2 Showing respect kalpanaviki@gmail.com 1.4.3 Motivating employees GQ6O4J1SHV 1.4.4 Building the reputation of a business 1.4.5 Improved upward communication 1.5 Essentials of effective listening 1.6 Blocks to effective listening 1.6.1 Environmental and physical barriers 1.6.2 Attitudinal barriers 1.6.2.1 Prejudices 1.6.2.2 Preoccupation 1.6.2.3 Too much focus on details 1.6.2.4 Lack of shared experience 1.6.2.5 Bad listening habits 1.6.3 Physiological barriers 1.6.4 Thought rate v/s speech rate 1.6.5 Technological barrier 1.7 Profile of a good listener 1.7.1 Open-minded 1.7.2 Empathetic 1.7.3 Self-disciplined 1.7.4 Reflective 1.8 Conclusion This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. 1.1 Introduction Listening is recognized as a basic linguistic skill. In the language that is spoken in our homes, listening is the first language skill we learn as infants. To become a fluent speaker of any language it is important to develop strong listening skills. Listening helps us understand what other people are saying to us and it also helps us speak clearly. By listening attentively, we learn the accurate pronunciation of words and learn to speak clearly so others can understand our speech with ease. Listening is a primary skill for effective communication in any business. This unit explores the importance of listening in business communication and how one can accomplish this vital skill. 1.2 Effective listening What is effective listening in business communication? Listening can be considered effective when a person listens to the speaker, comprehends what is being said, and responds appropriately to the speaker. It is a continuous process. When the speakers are taking turns and listening effectively it leads to communication. According to a comprehensive definition of listening - listening does not mean watching the other party passively, but trying to receive and interpret messages to fully achieve communication (Devito, 1995; Omololu, 1984; Umagan, 2007).1 kalpanaviki@gmail.com GQ6O4J1SHV Effective listening shows concern for the speaker and expresses an interest in the content of the speaker’s message. Effective listening requires deliberate effort. Organizations that follow the principles of effective listening enable timely sharing of information that ensures better planning and implementation. Effective listening promotes better human relationships in an organization and innovation. Effective listening is also useful to deal with the diversity in employees and customers of an organization. 1.3 Features of effective listening There are many characteristic features of effective listening. These can be divided into three categories, namely, cognitive, affective, and behavioral. In this section, each of these categories is discussed in further detail. 1.3.1 Cognitive characteristics of effective listening According to the Cambridge dictionary, cognition is described as the use of conscious mental processes. 2 It involves conscious intellectual activities such as reasoning, remembering, thinking, etc. Ineffective listening, the listener demonstrates their cognitive engagement with the speaker by engaging in different activities such as asking questions to develop the conversation further or for clarification, paraphrasing and summarizing the conversation. At This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. all times, the listener conveys to the speaker that they are understanding or attempting to understand the message fully. 1.3.2 Affective characteristics of effective listening The Cambridge English Dictionary describes the term ‘affective’ to mean ‘as connected with the emotions.’ 3 A listener can signal that they are connected with the moods, feelings or emotions of the speaker through affective engagement. Ineffective listening, this can be achieved by giving complete attention to the speaker when they are speaking. Another way to demonstrate affective engagement is by being empathetic with the speaker. To show empathy to the speaker is to accept the communication from the speaker without any prejudices or judging the speaker. This can be challenging for any listener. It is also important for the speaker to not try to formulate their own response in their mind as this might take attention away from the speaker. 1.3.3 Behavioral characteristics of cognitive listening Effective listening can be demonstrated by the listener through appropriate non-verbal cues. Nodding at appropriate times, maintain eye contact, having good posture are all examples of non-verbal communication that signal the listener’s engagement with the speaker. It is also possible for the listener to suggest alternatives and encourage a wider range of conversation when they are listening effectively. kalpanaviki@gmail.com GQ6O4J1SHV 1.4 Importance of listening Effective listening is of key importance to sustain and grow any business. World-renowned management expert and author Stephen Covey identify listening as one of the ‘seven habits of highly effective people in his book that has the same title. Some of the reasons that make effective listening key to effective business communication are: 1.4.1 Developing trust Developing a relationship of trust with the stakeholders is essential for the success of any business but it can be challenging to do. Effective listening is one of the ways to overcome this challenge. Listening attentively to the stakeholders, understanding important deadlines, responsibilities and any instructions they are sharing will help in meeting their expectations. Understanding the objectives of any task clearly will help in completing it accurately within the agreed time limits. This will in turn help build credibility and trust. 1.4.2 Showing respect Effective listening requires the listener to focus their attention on the speaker and listen to them with empathy. When the listener empathizes with the speaker they are showing respect to the speaker. It also helps a business understand the feelings of their clients This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. and their points of view. This is important in business communication for building lasting relationships with stakeholders. 1.4.3 Motivating employees By listening effectively to their team members and employees, middle and senior management can demonstrate good leadership. When they listen attentively and aim to understand the speakers, the leaders and managers will also understand what motivates their teams. With this knowledge, they can support their staff to keep high morale better and meet the goals of the organization. 1.4.4 Building the reputation of a business Effective listening ensures that when clients and other stakeholders are speaking, they feel heard. This can have a positive impact on the reputation of the organization. By following the strategies for effective listening, the listener can create an environment in which the speakers feel comfortable express expressing themselves freely. Once a business starts doing this consistently, it will develop a good reputation as it will be able to respond better to the needs of its stakeholders. 1.4.5 kalpanaviki@gmail.com GQ6O4J1SHV Improved upward communication As we know upward communication is when the staff speaks to their supervisors, managers, and leadership leaders. The communication is often transmitted along a chain of command and would be effective provided there are good listeners in the organization. This would enable hat employees to speak freely and for the management to understand their practices and challenges better. Improved upward communications will also lead to overall better human relations within the organization. 1.5 Essentials of effective listening In Section 1.4, we have seen the importance of effective listening in business communication. In this section, let us have a look at the essentials for effective listening. Some of the key essentials for effective listening are: ● Focus on the speaker First and foremost, the listener should pay attention to the speaker. to practice paying attention to the speaker it is necessary for the listener to keep their attention on what the speaker is saying. They need to practice self-monitoring to ensure that they bring their attention bac to the speaker ● Appropriate body-language Maintaining appropriate eye-contact is essential for effective listening. The listener must maintain a good posture that indicates they are alert and listening to the speaker. Tapping This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. fingers on the desk, fidgeting, playing with objects like pens or paperweights or shaking legs while listening can distract the speaker and could signal disinterest. Nodding at appropriate times on the other hand signals that the listener is listening and reassures the speaker. ● Minimize distractions For effective listening, ensure that mobile phones and other electronic devices are switched off. There are no loud noises from outside that might make it difficult to hear the speaker. If there is an ambient noise like a whirring ceiling fan or a loud air conditioner then that noise had to be managed or the location changed. ● Asking questions To listen effectively, a listener can ask the speaker questions. Questions can be asked to clarify something that the speaker is saying so they can explain it in further detail or in another way. The listener can also ask questions to broaden the topic of discussion or to explore a certain thread in what the speaker is saying. ● Not interrupting the speaker It is important for a speaker to not interrupt the speaker while they are speaking. If a speaker is interrupted while they are speaking, they may lose their train of thought. This might make it difficult for the speaker to continue. It requires self-discipline on the effective listener’s part to be able to hold back disagreements or excitement kalpanaviki@gmail.com GQ6O4J1SHV 1.6 Blocks to effective listening There can be many barriers to effective listening. They can be broadly divided into environmental and physical barriers, attitudinal barriers, physiological, thought rate v/s speech rate, and technological barriers. In this section, each of these barriers is explained further 1.6.1 Environmental and physical barriers There can be distractions to effective listening because of various environmental factors, it can be ambient noise in a room, for example, the drone of an air conditioner or it could be that a meeting room is placed near an exit and people speak loudly as they leave and enter. It can be seating arrangements in a room or the acoustics of a room in which the listener is trying to listen effectively. Distractions can also be due to the temperature of the room, both too hot and too cold rooms can be distracting for the listener. To overcome these barriers, it is necessary to manage and minimize any distractions. If there is too much noise, the location where the speaker and listener are can be changed. Posters can be put up near meeting rooms to speak softly in the office. Similarly, there can be posters in meeting rooms reminding staff to switch their phones off. Seating arrangements can be kept flexible making it easier for the listener and speaker to move as required. This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. 1.6.2 Attitudinal barriers Listening is a receptive skill and our attitudes, perceptions, and prejudices affect the way we listen. Some of the challenges that can create attitudinal barriers to effective listening are: 1.6.2.1 Prejudices If the listener has a prejudice against a speaker about something it might affect their listening negatively. For example, if they have strong views about ideologically different political parties, then the listener might have that on their mind and not be able to give the speaker a fair hearing. This is not always a conscious process. It may happen without the conscious The listener needs to practice open-mindedness when listening to a speaker to be effective, an awareness of one’s biases also helps to manage the biases better. It helps to have an attitude of curiosity and wonder when approaching a speaker who has a different perspective. 1.6.2.2 kalpanaviki@gmail.com GQ6O4J1SHV Preoccupation If a person is preoccupied with some other concerns, then they may not be able to focus completely on the speaker and this can be a barrier to effective listening. For example, if you are managing the staff awards ceremony that is scheduled for the end of the week, that week you may be preoccupied with many things that are related to the implementation of the event and distracted by those thoughts. It is also possible for a listener to be preoccupied because they are either formulating their response or are overly concerned about how they appear to the speaker. It helps the listener to focus on the speaker and not be overly concerned about how they may appear if they are not ready with a quick reply. 1.6.2.3 Too much focus on details It is possible that while listening attentively one gets focused on the details and facts and loses sight of the idea or the big picture that the speaker is trying to communicate. In case, as a listener we start focusing on details too much because we want to remember things, it helps to take a step back and try to see the entire picture. If the speaker has a presentation or notes, it might help to ask for a copy as that enables you to have the details at hand for later reference and you can take your attention away from them. This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. 1.6.2.4 Lack of shared experience Lack of shared understanding about a subject being discussed can adversely affect effective listening. For example, if you are talking to someone from the IT department who is trying to explain the technical intricacies of a new system installed you may not have enough understanding of the subject if you are from another department. This might affect your ability to listen effectively. Asking questions to develop understanding and being curious about what the speaker is saying are both ways an uninteresting topic or something completely new to the listener can become interesting. For example, the speaker may not be interested in playing football but a question about how the players are motivated may help the listener relate to the speaker as they are familiar with trying to motivate their staff. 1.6.2.5 Poor listening habits It is possible to develop bad listening habits but repeat actions often with good intentions, for example, it is possible that one tries to be courteous by appearing to be kalpanaviki@gmail.com attentive and over time this becomes a habit. Similarly, if a subject is not of particular GQ6O4J1SHV in the listener may avoid avoids listening effectively. Such habits can adversely affect the quality of listening adversely. The first step is to identify any habits that are a barrier to effective listening. Habits are formed over time and are difficult to break instantly, but by being conscious of these habits and making the necessary changes, and persevering it is possible to change to an effective listener. 1.6.3 Physiological barriers Physiological barriers to effective listening can be as simple has having a cold or fever as this can hamper listening ability. It could be being restless due to lack of sleep or an injury that the listener has. General health and wellbeing are important factors that contribute towards effective listening. Barriers to listening can include deficiencies in hearing that affect the quality of listening. These can be identified and treated through various surgical or non-surgical procedures. 1.6.4 Thought rate v/s speech rate This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. A human being is capable of listening to more than one speaker at a time. While people speak at a rate of 125 to 175 words per minute, we can process between 400 and 800 words per minute (Hargie, 2011). This gap between speech rate and thought rate creates a challenge for the listener as they may think of other things during the time-lag. An effective listener needs to focus on the speaker and listen attentively, they need to bring their focus back to the speaker if their mind wanders. 1.6.5 Technological barriers The widespread use of technology for business communication to interact with dispersed teams has become increasingly important since the onset of the Covid-19 pandemic. Technology is essential for the new flexible and hybrid working models that are currently emerging. Static in the phone lines, intermittent Internet connections, and breakdown in communication lines due to heavy rain or snow are all challenges that impact communication and effective listening negatively. Maintenance of devices and timely repairs when required are some of how technological barriers can be managed to ensure that the disruptions are minimal. kalpanaviki@gmail.com GQ6O4J1SHV1.7 Profile of a good listener To be able to listen effectively any listener should have these four key abilities. They are being able to express empathy towards the speaker, being open-minded, exercising selfdiscipline while listening, and being a reflective communicator. They are discussed in further detail below: 1.7.1 Open-minded As human beings, we tend to hear what want to hear. This makes it difficult to listen to someone who has views and ideas different from ours difficult for all humans. In order to effectively listen to someone, it is essential that the listener can listen to opposing and differing points of view with curiosity and without judgment. This is referred to as being open-minded. The Cambridge dictionary explains open-mindedness as being the quality of being willing to consider ideas and opinions that are new or different to your own. 5 1.7.2 Empathetic Empathy has been understood to be key to customer relationships, crisis management, effective leadership, and healthy work relationships. Empathy can be described as understanding another perspective as if it were our own. It is essential for effective listening as it plays an important role in helping to understand another perspective. Empathy from the listener also helps the speaker feel that they are being heard and understood. Empathy is the first step towards building a relationship of trust with stakeholders. This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action. 1.7.3 Self-disciplined Self-discipline is one of the main essentials for effective listening. Self-discipline is necessary for the speaker to avoid any distractions and stop their minds from wandering when they are listening to someone else. Self-discipline also helps a listener to stop themselves from interrupting when they disagree with something or they are when they are excited about something a speaker has said. 1.7.4 Reflective Being able to reflect on the message that is being communicated by the speaker helps the listener comprehend the content of the message and the feelings and emotions of the speaker better. Clarifying, paraphrasing, summarizing, and remembering are all skills that support reflection. 1.8 Conclusion Essay type (Long/Medium/short – 5 each; For numerical questions answers to be shared at the end of the last unit) 1. What is the importance of effective listening in business? 2. Explain the different characteristics of effective listening. 3. What are the blocks to effective listening? kalpanaviki@gmail.com GQ6O4J1SHV 4. What are the different strategies you can adopt to be an effective listener? 5. What are the abilities that a listener needs to have for effective listening? This file is meant for personal use by kalpanaviki@gmail.com only. Sharing or publishing the contents in part or full is liable for legal action.
